Job Description

Description

Summary: Ensures the availability of computer system services for Company employees (customers) by providing first and second level technical expertise, assistance, and project coordination necessary to remediate & install computer software products, modify/repair hardware, and resolve technical problems.

Requirements: - Responds to incoming service requests via telephone, email, self-service, instant messaging, and other contact methodologies in a timely manner. - Uses the prescribed workflow tool(s) to track 100% of all customer contacts, researches questions and issues and resolves each interaction in accordance to the IT Global Support Model and the specified Service Level Agreement (SLA)/ Operational Level Agreement (OLA). Documents each contact with adequate details according to Company guidelines and Work Instructions. - Provides feedback to the IT Service Management group on ways to improve efficiencies for end user support. - Performs workstation operating system installs from a production core image. Provides feedback to Workstation Engineers on issues observed with the core image. - Uses IT tools such as Remote Desktop Connection, Active Directory, etc. to troubleshoot and remediate issues. - Configures and troubleshoots VPN connections for internet connectivity. - Installs MS Office and other packaged software, and provides support. - Supports junior level support staff in providing technical services, and escalates problems to senior level support personnel, when appropriate, via proper escalation procedures. - Develops and expands writing and customer relationship skills, assists with content for the Knowledge Base, and regularly attends technical and communication training sessions. - Work on special projects on an as needed basis, including large scale deployments, facilities up fits, refreshes, and decommissioning, and other projects Supports the IT Operations group in the deployment of infrastructure components.

Other Responsibilities: - Performs other work-related duties as assigned. - Position requires on-call work. Minimal travel may be required (up to 25%).

- Advanced customer relationship skills, proficient verbal communication and listening skills, and proficient writing skills. Attention to detail, good organizational and administrative skills, and a team player. - Willing to take accountability for projects, problems, and issues, carrying through to resolution under supervision. - Ability to interact with end users and IT staff from multiple departments to establish high standards of computing support. - Ability to learn Company’s proprietary applications. - Ability to work under pressure, think logically, multi-task and juggle many issues at one time.